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Guy Stephens

Guy Stephens

IBM
Guy is a Social Business, Managing Consultant at IBM. He has worked in the digital space for over 14 years, with the last six focussing on social business. He sits on the Founding Council for BestServiceOne.com, is a frequent conference speaker, blogger, and Tweeter. He has been described by Dr Dave Chaffey as one of the 'world's leading thinkers' on the subject. He was previously at Capgemini, and before this the Customer Knowledge Manager at The Carphone Warehouse, where he set up the use of social customer care.
  • 0 comments 423 reads
    Posted on 2013-04-18

    The future of digital culture – yours, mine, and ours – depends on how well we learn to use the media that have infiltrated, amplified, distracted, enriched, and complicated our lives. [Howard Rheingold, NetSmart]

    I have been thinking a lot lately about the literacy of social and what it means to be social in a social business. Predictably, I’ve ended up with far more questions than answers.

    What does it mean to be ‘social’?

    It’s a simple question.

    I can read and write. I can add and subtract. I can write an RFP. I’d like to think I can get on with people. I’ve read Stephen Covey’s ‘Seven Habits of Highly Effective People’. But what are the skills I need to work and communicate in a social business? How do I learn these skills when the new paradigm is being shaped as it evolves.

    The new paradigm disrupts and changes. It causes anxiety and concern. Social has become a proxy for change. A type of change that is unfamiliar...

  • 0 comments 298 reads
    Posted on 2013-03-20

    The following is a brief talk I gave at the MRS Annual Conference 2013 – Shock of the New (20.03.13).


    What I’d like to explore briefly today is an idea put forward by IBM’s Chairman and CEO, Ginny Rometti. In a recent address she gave at the Council on Foreign Relations, Ginny talked about three principles:

    • The first one: data will change how you make decisions
    • The second, data will change how you create value
    • And the third, data will change how you deliver value

    And she gave three seemingly unconnected examples to illustrate these principles.

    • The first one — a police department reduces the incident of rape by moving payphones inside of a convenience store
    • Second one — a Mexican cement maker, CEMEX, launches its first global product in record time not by building a...
  • 0 comments 382 reads
    Posted on 2013-02-20

    I was reading a post a moment ago by @Marie_WallaceThe Social Business Struggle. This led me to another post by @hjarcheCollaboration is a Means Not an End. This led me down another path to another great post by @deb_lavoyCollaboration isn’t Working: What we Have Here is a Chasm. My head hurts, but I love this disruptive and serendipitous aspect of the internet. Where I start is not where I will finish. Links undermine, lead me to somewhere I hadn’t...

  • 0 comments 275 reads
    Posted on 2013-02-05

    Someone told me we’re all social now.

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    Twitter – check

    Facebook – check

    WordPress – check / Tumblr – no

    FourSquare – check / Gowalla – check (is it still going?)

    Google – check

    LinkedIn – check (even got a First Million badge, must be a real pioneer!)

    Posterous – check (ok not very often)

    Klout score – check / Kred score – check / PeerIndex – check (just to complete the triumvirate)

    Bit.ly account – check

    #hashtags – check

    Friendfeed – used to (who remembers Friendfeed. I liked Friendfeed, I think it’s still going)

    Delicious – check

    Instagram – check (but don’t tell anyone)

    Flickr – check (but don’t tell anyone)

    EyeEm – check (ok, so I haven’t posted a photo yet)

    Lively.fm – check / Spotify – check / last.fm – check / Grooveshark – check

    Yammer – check (an old friend)

    IBM Connections – check

    ——————————————————————-

    ...
  • 0 comments 305 reads
    Posted on 2012-12-18

    I was reading a post by @StoweBoyd a moment ago – Moving beyond the current understanding of social: From steady-state to postnormal.

    He writes towards the end:

    We have not reached a steady state given these forces on the world of work, and we shouldn’t expect to in any near future that could be extrapolated.

    So, when thinking about the role and application of social tools in today business context, we should drop the premise of getting the business to a steady state. Instead, we have to develop tools and techniques that will help the company deal with turbulence, to help teams grapple with uncertainty, and help each user recover from adversity and conflict. These tools will be judged by the degree to which they confer a greater degree of resilience on their users and the businesses that have adopted them…

    ...
  • 0 comments 589 reads
    Posted on 2012-12-04

    The following post originally appeared on Capgemini’s Customer Experience blog which I write for occassionally.

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    I’m reading a lot of blogs, whitepapers and articles about the ‘age of digital disruption’ at the moment.

    Disruption as a negative force, signalling some kind of necessary shift away from what has come before it: old business models becoming increasingly irrelevant, old ways of communicating becoming increasingly ineffective, old systems too slow to cope. The old ways are simply, well, in a word ‘old’.

    The system as we know it, as we are led to believe, is unresponsive, slow, encumbered, weighed down, broken. The weight of the past hangs heavy. We cling on to our industrial heritage, only beginning to let go, once we (willingly or unwillingly) realise the old ways can no longer keep out the pace of the...

  • 0 comments 698 reads
    Posted on 2012-10-25

    I was reading a couple of posts recently in which some things really resonated (I’m not a fan of the word ‘resonated’, but can’t think of another word at the moment). Perhaps it was more the combination of words that struck a chord. I’m hoping I can also escape the overuse of clichés tonight!

    ‘Beautiful collision’: What is happening around us is a ‘beautiful collision’ of our natural instincts to share and talk about things and the development of technology that allows companies to talk to customers where they are, using the platforms that they are using. [Source: Adrian Swinscoe, True customer engagement is not based on click throughs or contests - interview with Wendy Lea, CEO of Get Satisfaction]

    ‘Elegantly disruptive’: All of this, Wendy believes, is...

  • 0 comments 592 reads
    Posted on 2012-09-21

    I’m spending an increasing amount of time at the moment thinking about enterprise social networks (ESN) and the internal workings of organisations. There is no doubt that ESNs are challenging and changing the way we work, how we make decisions, the speed with which knowledge is distributed, found, created, the distinctions between private and public, the impact they are having on organisational hierarchies. ESNs challenge models and ways of doing things that have evolved over the last few decades. They seek to undo, undermine, create uncertainty.

    Clay Shirky writes: When we change the way we communicate, we change society.

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    I was reading a great post the other day by Caterina FakeHow to be Free: Proustian Memory and the Palest Ink. The post was about how Fake...

  • 0 comments 809 reads
    Posted on 2012-08-13

    I published the following post on Capgemini’s Technology blog – Capping IT Off – and thought I would reproduce it here. Over the last few months I have found myself increasingly looking at enterprise social networks and the effect they have on an organisation. Perhaps this first post about internal social networks begins to mark a shift in my writing as well.

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    We are living in a time when an organisation has never had the possibility to be so aware of itself. BestBuy’s Mood QR code experiment  - How are you feeling today? – from a couple of years ago gives us a glimpse of the organisation literally having its finger on its own pulse.

    Social tools have emerged that are changing the way employees communicate with each other, make decisions and seek information. These same social tools...

  • 0 comments 715 reads
    Posted on 2012-05-15

    I’ve spent a lot of time recently thinking about digital literacy as it pertains to organisations. Howard Rheingold talks about five literacies – attention, collaboration, participation, network savvy, critical consumption.

    I’ve written a number of posts asking the question whether organisations understand these emerging literacies or if they simply assume them. To this end, organisational readiness is becoming increasingly important.

    But I began to wonder over the weekend whether customers know what they’re doing when it comes to social? And following on from this, do customers even need to know what they’re doing?  Or is the equivalent ‘customer literacy’ simply one of experimentation?

    Customers do what they do when they want to do it: experiment, channel-hop, change their minds - these are part of their lexicon. But organisations, for the most part, are not built with this in mind. Organisations are built on averages, constancy, likelihoods… I am reminded of...